Queiroz Galvão Increases Focus on Business Through Outsourcing Services with One of Brazil’s Largest IT Companies

With an Average of 3,000 Service Requests per Month, Queiroz Galvão’s IT Team Devotes More Time to Client Projects, Without Worrying About Internal Issues

Quality Nextech, one of the leading IT service companies in Brazil, has been serving Queiroz Galvão, one of the largest business groups in the country, since 2017, in a field support contract aimed at maintaining the availability of the Group’s technology users, and has already handled over 11,000 service requests.

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The relationship between the companies started in 2016, and since then Quality has been responsible for the Service Desk for over 1,400 employees, including desktops and laptops, in fixed locations in Rio de Janeiro, São Paulo, and Recife, as well as providing support in major cities across Brazil through partners.

Queiroz Galvão’s IT team, made up of 27 employees, found in Quality Nextech a partner that freed up more than 70% of the work hours that were previously dedicated to user requests.

“It was the best decision we made to outsource the Service Desk to Quality Nextech. Today, our team is fully engaged in projects that enhance the customer experience, and we have also increased the trust of our internal clients,” explains Marcello Borges, CIO of the Queiroz Galvão Group.

Queiroz Galvão 100% Integrated

According to Marcello Borges, the increasingly intertwined physical and digital worlds required the company to have efficient integration technology, and once again they turned to Quality for a consulting project to implement the WS02 platform (API and microservices management platform). “We integrated absolutely everything, and Quality, with WSO2, deployed and trained a team of six people. This way, we achieved more agility, speed, and reliability, essential for our mixed environment,” explains the executive.

Among the benefits highlighted by Queiroz Galvão’s CIO, both in Service Desk support and integration with the WSO2 platform, are greater transparency in routines, cost reduction, financial gains, organization of the environment, an increase in SLA service levels to around 97%, and a more engaged team with the business.

“Today, with Quality Nextech, Queiroz Galvão’s IT is much more strategic, especially in the current moment we are experiencing with a focus on Industry 4.0. Having a team fully directed towards the business and an integration platform significantly enhances the customer experience,” Borges concludes.

Borges Highlights Future Opportunities with Quality Nextech to Accelerate Digital Transformation.

Quality assists its clients in developing digital solutions, service integrations, process automation with RPA, IT outsourcing, and GRC. Typically, it starts the transformation with IT Outsourcing, total Data Center, and Systems of the client, applying robotic process automation, increasing the productivity of IT Operations, enhancing with chatbots, BI, Machine Learning, and developing integrated digital channels and business platforms, concluding with GRC platforms for better verification, governance, and internal controls of rules and regulations in the client’s sector.

The company has successful cases in industries, airports, retail, commerce, telecom, healthcare, agribusiness, hospitals, energy generation and distribution, oil and gas, construction, insurance, transportation, service providers, clinics, financial institutions, large and medium banks, as well as federal and state government institutions, being one of the largest IT companies in Brazil, with more than 1,500 employees, headquartered in RJ, and branches in SP, PR, and Mexico.